Support Specialist - BoldTrail

Support Specialist I
- Bold Trail

Inside Real Estate is a fast-growing, independently-owned real estate software firm that serves as a trusted technology partner to over 500,000 top brokerages, agents, and teams. Their branded portfolio, Bold Trail, includes Bold Trail (Front Office), Bold Trail Back Office and Bold Trail Recruit, solutions that create a complete tech ecosystem for clients, and deliver seamless end-to-end operations to scale success at any level.

With an accomplished leadership team and its talented staff, Inside Real Estate brings the resources, scale, and vision to deliver ongoing innovation and success to their growing customer base.

As a Bold Trail Support Specialist I, you are the frontline of the customer experience — the first voice a Bold Trail customer hears when they need help, and the reason they stay. You will own the full support interaction across email and phone channels: diagnosing issues with speed, resolving them with expertise, and leaving every customer with more confidence in the platform than they had before.

This is a role for someone who takes pride in the craft of support — curious enough to dig into complex problems, knowledge-driven, eager to learn and grow, organized enough to manage a high-volume queue, and skilled enough to deliver a consistently excellent experience across every touchpoint.

• Serve as the primary point of contact for Bold Trail users across phone and email channels during your assigned schedule
• Deliver first-touch resolution as often as possible — resolving issues in a single interaction through thorough troubleshooting and clear communication
• Manage multiple active cases simultaneously, balancing responsiveness with thoroughness
• Identify, document, and escalate product defects or complex issues through the appropriate internal channels with full context and detail

• Provide world-class service at every touchpoint — setting the standard for professionalism, empathy, and follow-through in written and verbal communication
• Guide customers to the right resources — help articles, tutorials, and platform documentation — to build their independence and long-term success with Bold Trail and related products (Boom Town, Back Office, Legacy CLM)
• Proactively surface relevant marketplace add-ons and platform capabilities that align with customer goals

• Log all customer interactions with accuracy and detail in Intercom and internal ticketing systems
• Contribute to the ongoing health of the support knowledge base — submitting content requests, improving canned responses, and identifying gaps in the customer-facing Support Site and internal FAQs
• Stay current on all product releases, platform updates, and feature changes to maintain deep product expertise
• Leverage available resources and tools to improve the current workflow and the customer experience

Minimum expectations of excellence in the role:

• Individual Daily Average Cases Resolved: 22
• Individual Customer Satisfaction Rating (CSAT): 85% positive feedback
• Team Live Call Service Level: 90% of calls answered within 60 seconds or less
• Team Resolution Time: 75% of cases resolved within 3 clocked days

• Innovate as a Partner:
  We foster innovation through curiosity and empathetic listening, embracing the mindset of a steady and collaborative partner to overcome any challenge and drive real and impactful outcomes.
• Win with our Clients:
  We are the leading company in real estate technology because we succeed when our clients succeed. We work together to create amazing experiences that surpass their expectations and help them grow.
• Perform Like a Champion:
  We are passionate in going above and beyond for clients and each other. We tackle challenges with unwavering determination, creativity, and hard work. No challenge is too big for us to solve.
• Play With an Ownership Mindset:
  We seek to grow as a company and as individuals, helping our clients to do the same. By creating success for the business, trusting and holding each other accountable, and empowering others, we create opportunities for everyone.
• Succeed as…